Client Account Manager

Elite is the trusted automation platform for law firm operations across most of the world’s largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite’s products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth.

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The Client Account Manager is a strategic, customer-facing role responsible for owning the full post-sale lifecycle across a portfolio of high-value law firm clients. This role combines commercial account management and customer success leadership to drive retention, expansion, adoption, and long-term value realization.

You will partner with senior stakeholders to guide their digital transformation, accelerate cloud adoption, and ensure Elite’s solutions deliver measurable business impact. Success in this role means exceptional customer outcomes, strong renewal performance, and consistent revenue growth across assigned accounts.

Work Arrangement: Remote, Australia

• Own a portfolio of strategic clients as their primary point of contact and trusted advisor
• Build deep, multi-threaded relationships with executive and operational stakeholders
• Develop and maintain detailed account plans, including growth strategy, risks, and success metrics
• Maintain accurate CRM records, forecasts, and opportunity tracking
• Identify and execute upsell and cross-sell opportunities aligned to client goals
• Partner with Solutions Consultants to deliver ROI-driven proposals and tailored demos
• Drive commercial outcomes while maintaining a customer-first mindset
• Monitor account health, usage trends, and engagement data
• Proactively identify at-risk accounts and execute mitigation plans
• Own renewal strategy in partnership with Sales and Customer Success leadership
• Lead onboarding, adoption strategy, and ongoing success planning
• Deliver training sessions, webinars, and strategic workshops
• Ensure customers are fully leveraging Elite’s platform capabilities
• Translate product value into measurable business outcomes
• Act as internal customer advocate across Product, Engineering, Support, and Marketing
• Provide structured feedback to influence roadmap priorities
• Partner closely with Customer Success, Services, and Sales to deliver seamless customer experience
• Perform other duties as assigned to support departmental and company objectives.

• Bachelor's Degree in Business, Marketing, Finance, or a related field or equivalent experience.
• 3–5 years of experience in Account Management, Customer Success, or Strategic SaaS Sales within enterprise or high-growth environments.
• Proven success managing complex, multi-stakeholder accounts with measurable retention and expansion outcomes.
• Preferred e xperience in legal tech, fintech, or enterprise SaaS environments , supporting on-prem to cloud migrations.
• Strong commercial acumen with demonstrated ability to build pipeline, forecast accurately, and close expansion opportunities.
• Hands-on experience with Customer Success platforms (e.g., Gainsight, Totango, Churn Zero, Catalyst) to monitor health scores, adoption metrics, and risk signals.
• Advanced proficiency with CRM systems (Salesforce preferred) for opportunity management, forecasting, and account planning.
• Data-driven mindset with ability to translate usage, engagement, and financial metrics into actionable account strategies.
• Demonstrated ability to identify and mitigate churn risk through structured success planning and proactive intervention.
• Exceptional executive communication skills with experience influencing C-suite and senior decision-makers.
• Strong cross-functional leadership skills, partnering effectively with Sales, Product, Services, and Support teams.
• Experience delivering customer enablement programs, including onboarding, training sessions, and strategic business reviews.
• Ability to travel up >50% as business needs require
• Role…